IT Service Desk Specialist

Millennium Physician Group • Fort Myers, FL

3d • $21 - $31 • Hybrid

About The Position

The IT Service Desk Specialist is responsible for delivering remote technical support to end users across Mosaic Health. This role serves as a key point of contact for IT incidents and service requests, ensuring efficient resolution while maintaining high service standards and supporting day-to-day business operations.

Requirements

• 2 to 5 years of experience in an IT Support or Service Desk environment.
• Strong knowledge of Windows operating systems, Microsoft 365, and standard enterprise applications.
• Experience using IT Service Management (ITSM) platforms such as ServiceNow.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong verbal and written communication skills with a customer-first mindset.

Nice To Haves

• Experience supporting remote enterprise environments.
• Familiarity with healthcare or other regulated industries.
• Basic understanding of networking concepts, Active Directory, and Microsoft Entra ID.
• ITIL Foundation certification or equivalent experience.

Responsibilities

• Provide Tier 1 and Tier 2 remote technical support for end users across Mosaic Health and affiliated business units.
• Serve as a primary point of contact for IT incidents and service requests, managing tickets in alignment with established Service Level Agreements (SLAs).
• Troubleshoot and resolve hardware, software, network, identity and access, and application-related issues.
• Support Windows laptops and desktops, mobile devices, Microsoft 365, VPN connectivity, and standard enterprise applications.
• Assist with onboarding and offboarding activities, including account provisioning, equipment coordination, and access management.
• Collaborate with Infrastructure, Security, and Application teams to resolve complex technical issues.
• Maintain accurate documentation of incidents, resolutions, knowledge articles, and support processes.
• Contribute to continuous improvement initiatives that enhance Service Desk operations and the overall end-user experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed